score big in knowledge management with...

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Score Big in Knowledge Management with

Gamification

Kelly Koelliker, Director, Solutions Marketing


Knowledge Management includes the technology and process around:

• creating,

• maintaining,

• and using

information in such a way that is optimized for maximum accessibility and usability for a given task.

What IS Knowledge Management?


“The journey started in 1992 with the simple premise - What if we could capture, structure and reuse the support experience?”

- Consortium for Service Innovation

“Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers.”

- Gartner, 1998

Knowledge Management is NOT a New Concept!


Benefits of Customer Service Knowledge Management

4

Speed

Knowledge is

available at the

speed of

conversation

UX

KM embedded

in the support

workflow

Consistency

Across agents

and channels

Agility

Content for

call drivers,

emerging

issues


KM Helps Improve Agent Productivity and CSAT


KM Continues to Improve

• Multiple access methods

• Omnichannel support

• Personalization through context

• Complex approval workflows

• Rich multimedia content


If Knowledge Management is

SO great, …

…why isn’t everyone using it?


1. Lack of Knowledge Sharing Culture

2. No Incentive to Use the System

3. Not Capturing Knowledge from Consultants

4. No Dedicated KM Team

5. Out of Date Content

Top Reasons Knowledge Management Programs Fail, John Ragsdale, TSIA

Many Knowledge Management Initiatives Fail

http://blog.tsia.com/blog/top-reasons-knowledge-management-programs-fail


Lack of Knowledge Sharing Culture

• Experienced employees want to

be seen as experts

• Causes inefficiency

• Knowledge is lost over time as

baby boomers retire

• Results in a knowledge base

lacking critical information


No Incentive to Use the System

• Many employees have had a bad

experience with knowledge management

• Some don’t want an additional task in their

call process

• Others simply don’t want to change

• Usage often cannot be enforced


The Customer Service Workforce is Changing

• Baby boomers are beginning to hit retirement age

• More than one-in-three American workers today

are Millennials (adults ages 18 to 34 in 2015)

• They recently surpassed Generation X to become

the largest share of the American workforce,

according to new Pew Research Center analysis

of U.S. Census Bureau data


The Customer Service Workforce is Changing

Digital Natives

• Demand modern technology at the workplace

• Would rather look up information than

memorize

• Are eager to share and collaborate online

Organizations must cater to the needs of

these new employees to be successful!

https://gc/sites/marketing/graphical assets/Image Files/iStock_000016332687_Large.jpg

https://gc/sites/marketing/graphical assets/Image Files/iStock_000016332687_Large.jpg


What is Gamification?

Gamification helps you engage your

staff, communicate goals, and

motivate individuals and teams by

incorporating game mechanics to

enliven employees' day-to-day activities


• Speed onboarding

• Delivery personalized, on the

job learning

• Increase employee productivity

• Drive solution adoption

• Objective Data

• Frequent updates identify room for growth

• Provides clear calls to action

• Many opportunities for recognition

• Creates a sense of mastery

• Motivates employees

• Drives compliance and best practices

• Simpler for managers to monitor/manage

BenefitsCommon Uses


• Customer service expectations are often conflicting

• Agents must resolve issues quickly but also get high customer satisfaction ratings

• If you ONLY measure AHT, you’ll have very low AHT and very unhappy customers.

• By tracking many service elements and highlighting the need to improve some and balance them, employees can do a better job at balancing their work

Gamification Drives Balance

https://gc/sites/marketing/graphical assets/Image Files/Balance Two Balls.jpg

https://gc/sites/marketing/graphical assets/Image Files/Balance Two Balls.jpg


Motivate and empower employees to share useful knowledge by rewarding the following behavior:

• New content created

• Content suggestions

• Content Updates

Also track:

• Content rated highly

• Content used by others

• Content linked to cases

Use Gamification to Encourage Knowledge Sharing

Add a Comment:


Create a game that rewards desired behaviors such as:

• Knowledge searches

• Article feedback

• Article suggestions

• Linking articles to cases

• Emailing articles to customers

Use Gamification to Drive KM Adoption


Digital natives have changed the way we work

As customers, they demand instant answers in their channel of choice

As employees, they demand modern technologies and an engaging work environment.

Digital natives require companies to earn their loyalty, and will leave if they do not receive the experience they desire: as customers OR employees.

More New Technologies for Digital Natives


Digital natives use emerging channels in their personal life, and want to use them for work.

Communities and social media create knowledge sharing that is beneficial for both users and organizations.

It is imperative that these technologies are incorporated into your broader customer service strategy.

Chat, messaging and social media


Digital natives are unlikely to be familiar with older green screen technology.

Today’s processes are too complex to memorize and mistakes are common.

A unified desktop brings together knowledge, data, processes and channels for a streamlined interface.

Unified Desktop


1. Knowledge Management is an extremely valuable customer service tool, but only if

employees use it.

2. Gamification can help solve the two primary reasons for knowledge management failure:

limited sharing and limited adoption.

3. With Gamification you can monitor and reward solution usage and contribution, and

recognize employees displaying the desired behaviors.

4. Digital native employees perform best when empowered with modern technologies like

gamification, communities, chat and social media.

Summary


Verint provides a unified solution to

optimize customer interactions across

all channels. Products include:

• Knowledge Management

• Gamification

• Unified Desktop

• Live Chat and Co-Browse

• Social Engagement

Verint Engagement Management

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